REFUND, CANCELLATION & CUSTOMER PAYMENT POLICY

This Policy establishes a clear and consistent framework for customer payments, order cancellation, refunds, reversals and related financial adjustments for gift-card and gift-voucher transactions handled through a2zgiftcard.in and authorised channels.

• Provide transparent payment and refund processes.
• Define circumstances in which cancellation or refund may be considered.
• Prevent duplicate refunds and financial leakage.
• Ensure refund requests are verified and properly documented.
• Coordinate failed transactions and reversals with payment partners.
• Provide customers with clear status communication.

This Policy applies to customer purchases, payment confirmations, failed transactions, cancellations, refunds, reversals, duplicate payments, gift-card/voucher orders and related payment issues within the Company's operational scope.

Payments may be processed through authorised payment gateways, banks, UPI, cards, wallets, PPI or other permitted payment channels, subject to the applicable partner arrangements and product terms.

An order shall be treated as successfully paid only after the relevant payment status is confirmed through authorised systems or partner records. A debit from a customer's account does not necessarily mean that the Company's order has been successfully completed.

Where a payment is pending, failed or reversed by the payment partner, the Company shall review the transaction status and take appropriate action, which may include waiting for final status, cancelling the order or processing an eligible refund/reversal.

Cancellation eligibility depends on the order status, voucher status, redemption status, product terms and applicable merchant or partner conditions. Orders already issued, delivered or redeemed may be subject to restrictions.

• Duplicate or unsuccessful payment where funds have been received and no valid order was completed.
• Eligible cancellation before voucher use, subject to product terms.
• Confirmed technical or processing failure requiring a refund.
• Refunds specifically permitted under applicable product or merchant terms.
• Other cases approved by authorised personnel based on applicable requirements.

Refunds may be restricted where a voucher has been redeemed, partially used, transferred or otherwise consumed, or where the applicable product terms or merchant conditions prohibit refund, subject always to applicable law.

Before processing a refund, the Company may verify customer identity, transaction details, payment status, voucher status and other relevant information to prevent fraud and duplicate refunds.

Where practicable, refunds shall be processed through the original payment method or another authorised method consistent with payment-partner capabilities and applicable requirements.

Refund processing time may vary depending on payment method, bank, payment processor, partner and transaction status. The Company shall communicate reasonable status information and shall not represent a partner-dependent settlement time as guaranteed unless confirmed.

Partial refunds may be processed where supported by the product terms, transaction circumstances, merchant requirements or payment-partner capabilities.

Where a customer has been charged more than once for the same order, the Company shall verify the duplicate transaction and process the eligible additional amount for reversal/refund.

Certain failed or timed-out transactions may be automatically reversed by the payment partner or bank. The Company may monitor such cases and coordinate with the relevant partner if the expected reversal is not reflected within the applicable processing period.

Chargebacks and payment disputes shall be handled under the Company's Chargeback & Dispute Management Policy and applicable payment-partner procedures.

Claims of unauthorised transactions shall be handled under the Company's Unauthorised Transaction Management Policy and applicable partner processes.

Refunds and cancellations may be subject to fraud checks, additional verification or temporary holds where unusual or suspicious activity is identified.

Customers shall receive appropriate information regarding refund acceptance, rejection, pending status, required information and payment-partner processing, subject to security and confidentiality requirements.

• Customer submits request through an authorised channel.
• Support registers the request and relevant transaction details.
• Operations/Finance verifies payment and order status.
• Risk/Fraud review is performed where required.
• Authorised personnel approve the refund or other resolution.
• Refund/reversal is processed and recorded.
• Customer is informed of the outcome.

Finance shall reconcile refund and reversal transactions with payment gateway, bank, settlement and accounting records to identify mismatches or duplicate processing.

Refund requests, approvals, transaction references, payment confirmations, partner communications, refund confirmations and closure records shall be retained according to applicable requirements and the Company's record-retention policy.

Customers may escalate unresolved refund or cancellation issues through the Company's Customer Grievance & Redressal process.

Where payment, refund or reversal processing depends on a bank, payment gateway, PPI or other partner, the Company shall coordinate with the relevant partner and maintain appropriate evidence.

Management may receive reports on refund volumes, values, ageing, pending cases, reversal failures, duplicate refunds, chargebacks and material exceptions.

Exceptions shall be documented, risk-assessed and approved by authorised management. Mandatory legal, regulatory, merchant and payment-partner requirements shall continue to apply.

This Policy shall be reviewed at least annually and whenever there is a material change in payment channels, refund processes, products, partners, technology or applicable requirements.